Customer Success Champion

7 months ago

Mount Victoria, New Zealand allfields Full time

If you are keen on any of our advertised roles here, have** relevant recent role experiences**, and love working with people and technology - then by all means get in contact.

**WHAT TO INCLUDE**:
Put together a cover letter along with a resume outlining recent roles, what you did, along with key responsibilities in projects - most importantly let us know why you feel you would make a great addition to our team. If you don't see an advertised role, but still feel you have relevant industry experiences and skills to offer us which could be needed in our business, then drop us a line and introduce us to You.

If we wish to go further, we’ll let you know and can quickly tee up a video intro chat.

**Customer Success Champion**:

- **:ABOUT THIS ROLE

We need to tell our brand story, communicate clearly our offering to customers and partners - current and future while continuing build product visibility and grow our success. So, a strong understanding of customers, general marketing principles and a passion for getting the small things right through planning and implementing simple creative effective initiatives will have a direct impact on the success of the person in this role. Great work starts with an understanding of Cognise’s target audiences and our vision.
- **:WHAT WILL YOU DO?

Duties include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimising churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.
- **:SUCCESS LOOKS LIKE THIS
- Phenomenal communication skills. You engage with customers and really personalise their experience building solid trust with our brand, and you as a brand ambassador.
- You know how to give/receive good news, bad news, suggestions and feedback.
- You consider yourself a creative person. You enjoy pushing the limits of what is possible and dreaming up inventive solutions to solve challenging problems.
- You believe in our mission and want to be a big part of the team making it possible.
- You’re able to take a project from idea to implementation successfully - you don’t just have ideas, you execute them in a timely manner.
- Ability to iterate and improve copy (resources) in a way that is logical and helpful for our brands.
- You can lead. You’re well equipped to motivate those around you and keep everyone on track, ensuring everyone’s doing the best that they can. You can rally the team to work together and make sure everyone is held accountable to getting results.
- You are a self-initiator. You do not wait to be told - you action tasks focussing on successful outcome.
- You make considered suggestions for product & biz process improvements based on customer feedback and manage communications and social channels around product releases and updates.
- You love solving problems. You have a structured process to problem solving and can take a project (with many moving parts) and break it down.
- You give customers love You know how to patiently educate and guide them toward success. You can build, grow trusted customer relationships through face to face engagement, written or verbal.
- You’re a real hustler. You have a keen sense of urgency and the ability to analyse issues and know when and how to ask for help. You thrive on the challenge of a multiple small jobs or a larger project - nothing will defeat you You’ll do (within reason) what it takes to get the job done.
- **:QUALIFICATIONS / EXPERIENCE
- Proven proactive problem solver who demonstrates initiative to quickly resolve tricky issues.
- Ideally a Communications or Marketing Degree with min of 2-3yrs of industry experience in a similar product facing role.
- Relevant role experience and knowledge of digital product-based customer success processes.
- Role experience in working with larger business customers e.g. councils, government, large private
- High computer literacy, ability to learn new software quickly. Experience in digital content creation.
- Champion our allfields brand.

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